Should this be a cause for concern?

Sometimes when I want to ask a seller on Ebay some details about an item this message pops up"

"We're sorry we couldn't find an answer for you. Unfortunately, this seller is not able to respond to your question. We suggest reviewing the item again to see if your answer is in the seller's listing."

Sometimes I just want to ask if the item is NRFB even it it is listed as new, because some sellers sometimes say the item is new when the item has been removed from the box and played with. I once asked a seller about an item listed as new if it is NRFB, she said she was not sure since it was given as a gift to her son so she does not really know if it has been opened and played with.

So when sellers do not enable the "ask a question" option does that mean he/she is hiding something about the condition of the item?